Job responsibilities
1.1 Job Summary The Digital Change Facilitator leverages their knowledge of primary care IT systems and digital tools to
help ensure the provision of high quality, relevant and cost-effective digital training for staff at primary
care providers.
Youll support our digital programmes team and the wider digital healthcare service by facilitating projects
to realise benefits through changes to business processes enabled through technology. Strong links to
other service improvement teams in the organisations are crucial.
1.2 Key Working Relationships
The post holder is required to establish and maintain constructive relationships with a broad range of internal and
external stakeholders including but not restricted to:
The Primary Care team.
Accountable Officer / Chair / Non-Executives / Executive Directors.
South East London ICBs senior managers and wider workforce.
Providers across South East London, including the GP Federations.
GP practices across South East London.
Local Authorities.
Local Medical Committee.
Department of Health.
NHS England.
Provider Trusts.
Commissioning Support Units.
Voluntary Sector Organisations.
Contractors.
Product and service suppliers.
Patients and general public.
ICS Digital team.
1.3 Key Responsibilities -
(This list is a broad reflection of current roles and responsibilities and not exhaustive. These may be
subject to change in line with the needs of the service)
Business Change
Management to
support digital
transformation
Project
Management
Helps identify threats to the success of digital change programmes.
Helps assess the change impact, conduct impact analyses, assess change readiness and
identify key stakeholders.
Develop and support technological initiatives to support the recovery and advancement
of Primary Care.
Proactively and systematically lead groups of practices to share ideas, facilitate
communication, and explore opportunities for working more closely and effectively
together in relation to digital transformation.
Use strong knowledge of general practice IT and digital systems (including EMIS,
Docman, Accurx etc.) to design, deliver and evaluate training to enable change, including
associated documentation.
Support POD (pharmacy, Optom and Dental) digital transformation
Support the Primary Care Commissioning team, by providing a technical skill set and
demonstratable knowledge and subject matter expertise around general practice IT and
digital.
Identify weaknesses and helps modify operational procedures so everyone succeeds in
achieving strategic goals.
Help project managers and change managers articulate the vision and benefits to
primary care provider teams.
Help prepare presentation materials and take questions from employees.
Act as intermediary in disputes over proposed changes and resolves conflicts quickly and
efficiently, helping the providers operate more productively and ensure teams get the
tools, resources and training they need to transition to a new state.
Support and work with project and clinical staff in identifying benefits within or across
all digital or IT related projects.
Project Management
Responsible for building and managing local mobilisation and training plans ensuring
outcomes are met within the agreed timeframes.
Help analysts and other programme colleagues develop current and future business
process - i.e., as is and to be scenarios.
Help colleagues define the user experience and design the end-to-end journey of the
patients.
Acts as the liaison with local stakeholders to better understand what their needs are and
support the capture and sharing of good practice, ideas and activities that increase
impact.
Supports practice level engagement and actively seeks feedback which will inform
decision-making.
Tracks and mitigates programme/ project level risks and issues, establishing formal
escalation channels and exercising usage where required.
Carries out other duties as may be reasonably required.
Improving quality
and outcomes
To ensure that quality and outcomes are the focus of all change management work
undertaken.
Maintain logs recording risks, quality and other issues; developing management plans
as appropriate.
Key Responsibilities -
Analytical/
Judgemental
Provide project level analysis producing required project analysis documentation
(business requirements, scope matrix, use cases, sequence diagrams, future state
proposals)
Work both independently and collaboratively using their business analytical/change
skills and relevant health service knowledge of patient processes/workflow to achieve
this.
Communication
Highly effective communication with internal and external stakeholder both orally and
in writing using tact, diplomacy and sensitivity.
Builds and maintains strong rapport with all stakeholders at all levels with diverse
personalities and working styles.
Supports communication efforts, Support the design, development, delivery and
management of communications.
Research and Development
Develop best practice business change management processes.
Experience working alongside borough change managers, project managers and
business analyst to solve complex challenges.
Actively support and contribute to the development of key performance indicators for
the successful assessment of project performance.
Regularly undertake research in relation to current changefacilitation practices, relevant
polices and local / national IM&T Developments.
Policy and Service Development
Collect and use feedback from customers and stakeholders helping to measure, develop
and enhance effectiveness of customer and stakeholder management.
Investigate operational problems and opportunities, identifying effective business
solutions through process improvements.
Maintain knowledge of Business Analysis specialisms and techniques; provides advice
and guidance in these areas.
Analyse national legislation and policy to inform business change requirements and
delivery models in the development of national systems/services.
Undertake activities to develop, implement, and support realistic Continual Service
Improvement Plans.
Create, review and implement processes and procedures to ensure alignment with
changing business requirements.
Review new process maps to ensure they meet expectations of all stakeholder.
Financial and Physical Resources
Has to be aware of and sometimes manage the expensive cost implications of failures or
incorrect technical and business designs/decisions.
Support discrete work streams on behalf of the Manager, as assigned
Safe use of own and others IT equipment.
Mobility
The post-holder is contracted to work at any appropriate South East London ICB office
as necessary for the delivery of the functions of this role.
Travel to other sites as required, providing Primary Care support and cover for the other
members of the team.
